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Freshdesk Logo Award Winner Product Badge
Freshworks

Freshdesk

Composite Score
7.7 /10
CX Score
7.8 /10
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Category
Freshdesk
7.7 /10

What is Freshdesk?

Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents.

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Awards & Recognition

Freshdesk won the following awards in the Field Service Management category

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Freshdesk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Freshdesk.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

91 Plan to Renew

83 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+89 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Freshdesk?

3% Negative
3% Neutral
94% Positive

Pros

  • Inspires Innovation
  • Respectful
  • Helps Innovate
  • Continually Improving Product

Feature Ratings

Average 81

Dispatch Management

85

Field Sales Enablement

83

Field Service Knowledge Management

83

Application Integration

82

Field Service Workflow Management

82

Dashboards, Analytics and Reporting

81

Online Booking

80

GPS Tracking

79

Mobile App

79

Service Scheduling

79

Quotes and Estimates

76

Vendor Capability Ratings

Average 82

Ease of Customization

85

Availability and Quality of Training

85

Ease of Implementation

83

Ease of Data Integration

83

Quality of Features

83

Usability and Intuitiveness

83

Ease of IT Administration

82

Vendor Support

82

Business Value Created

81

Breadth of Features

80

Product Strategy and Rate of Improvement

78

Freshdesk Reviews

Joy K.

  • Role: Information Technology
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2024

Easy to use and implement

Likeliness to Recommend

10 /10

What differentiates Freshdesk from other similar products?

Having a wealth of customer information readily available on a single, unified platform has enabled us to provide responses that are both personalized and prompt. Moreover, the automated features, including ticket distribution and preset replies, have significantly boosted our productivity. Essentially, Freshdesk distinguishes itself as a flexible and efficient tool, simplifying our processes and enhancing the quality of our customer service.

What is your favorite aspect of this product?

Freshdesk is a comprehensive platform that amalgamates all customer service channels—ranging from email, live chat, phone support, and social media—into a single cohesive hub. It acts as a power booster for customer service teams, equipping us to surmount any hurdle with finesse and effectiveness. The extent of customization is truly astounding. It enables us to modify every aspect to align with our distinct requirements—from automating routine tasks to designing custom templates that echo our brand's ethos. Not to mention the analytics and reporting tools that provide us with meaningful and actionable data,

What do you dislike most about this product?

IT users who are not as proficient may unintentionally include internal dialogue in their customer responses if they use Outlook to reply to a customer support email. Whenever a ticket gets a response, my Outlook is flooded with a series of three notifications. The system lacks a spell-check feature, which means precision in spelling is a must.

What recommendations would you give to someone considering this product?

Freshdesk acts as a unified platform for all our agents, promoting efficient management of customer queries. This integration is advantageous to us as it guarantees that all team members can access a common platform, fostering improved teamwork and effective resolution of a wide range of customer inquiries, which I would like to recommend.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Khalil R.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2023

Especially useful when interacting with customers

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

With Freshdesk, we can streamline the sales process to our website visitors and reduce time wasting. It provides us with various information and statistics about conversations, which we can use to track progress and improve.

What is your favorite aspect of this product?

Its innovative use of technology and its special ability to facilitate business growth and service delivery through simple customer communication channels set it apart. Using this application will not cost you anything extra. Freshdesk's chat widget and automatic messages can be tailored to the aesthetics and tone of any brand. The excellent user interface has greatly improved my productivity.

What do you dislike most about this product?

The software has a steep learning curve, but has very helpful customer service.

What recommendations would you give to someone considering this product?

We use Freshdesk as an alternative incentive to promote our company, and the resulting pleasant customer connections help us grow quickly. We have mapped out the steps anyone can take to generate and distribute marketing concepts, while connecting them to a solid network infrastructure. Never before have we relied so heavily on communication to spread the word about our offerings. I believe that companies that want to improve their marketing methods would benefit from your emphasis on teamwork and transparent communication.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Efficient Service

Scott G.

  • Role: Human Resources
  • Industry: Media
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2022

The best management and collaboration tool

Likeliness to Recommend

9 /10

What differentiates Freshdesk from other similar products?

When I was working for a company, we utilized Freshdesk to manage support situations from customers who had problems with a wide range of goods. Clients used to submit tickets on Freshdesk when they ran into problems with the implemented products (ERP software, for example) and wanted our help fixing them.

What is your favorite aspect of this product?

If you only use one platform for incident management, make it this one. It will provide you with a wealth of useful tools, such as the ability to easily create tickets, track their progress, collaborate with colleagues internally, set and monitor service level agreements, and view real-time information about who is viewing tickets.

What do you dislike most about this product?

Truly, I am unable to recall ever having seen any. It worked well for me, but there was one snag: as a developer, I occasionally needed to transmit code, but Freshdesk's internal security screening prevented me from doing so.

What recommendations would you give to someone considering this product?

Since I am a happy customer, I have used this app for a long time to deal with client issues. I find it particularly useful since the time I began receiving alerts whenever someone reported or updated an incident that involved me; these notifications allow me to coordinate with my team without alerting the client.

Pros

  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Effective Service

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